Customer Service Manager

MARY ANN RAEKE

Parkville, Maryland *****

C - 410-***-****

PROFESSIONAL SUMMARY

I am an administrative professional with over 25 years of experience, possessing a detailed knowledge of administrative skills.

I am exceedingly proficient at handling multiple responsibilities and tasks. I possess excellent attention to detail and take pride in my organizational skills and am able to resolve problematic situations. I am a dedicated team player with strong communication skills.

PROFESSIONAL EXPERIENCE

Brown Advisory

901 S. Bond Street, 4th Floor

Baltimore, MD 21231

Executive Assistant 2014 to Present

Direct support to The Chief Compliance Officer and The Head of Operations, as well as support for The Compliance Team

Phone coverage

Scheduling and Calendar management

Coordinate conference rooms, conference calls and WebEx meetings

Coordinate travel (domestic and international)

Prepare Travel and Expense reports

Coordinate signing of legal documents for hard signatures as well as DocuSign

Prepare for and attend weekly meetings for Compliance and Operations Teams

Compliance Meetings (create agenda each week based on department feedback of current projects)

Operations – attend and record minutes/notes to be circulated by COB each Tuesday

Coordinate and plan weekly schedules for “Meet & Greets”/new hires/internal visitors

General correspondence/Emails

Scan and fax various documents (contracts, client forms, etc.)

Coordinate packages for delivery, UPS, etc.

Special projects: Binding, Printing

Event Planning

Team building events (onsite and offsite)

Office celebrations (Lunches/Dinners/Happy Hours)

Coordinate and negotiate contracts, for special events, with vendors for numerous events (e.g. location, food, novelty items (t-shirts, etc.))

Provide input/ideas for implementing new processes and better ways to streamline and be more efficient

McGladrey LLP, Baltimore, Maryland

(Formerly American Express Tax and Business Services

Formerly Wolpoff & Company, LLP)

Executive Administrative Assistant 1994 to Present

Assist Partners, in addition to various Directors, as well as other various levels of personnel in the Tax Department (over 70 staff in department)

Handle various confidential items for Partners (i.e. payroll documents, client material)

Screen and handle incoming calls for Partners and Directors

Typing of general correspondence for entire department as well as proposals, power point presentations, excel spreadsheets (i.e. compiling client data to be used when reporting items on tax returns) as well as various tax forms and legal documents (i.e. power of attorney forms, Arrangement/Engagement Letters, etc.)

Provide Para-professional services for multi-million-dollar clients (i.e. monthly check writing and account reconciliation using Quickbooks), occasional bank runs for clients (to make deposits)

Coordinate internal and external Continued Professional Education (CPE) courses

Schedule/Arrange, internal and external meetings, schedule conference rooms or off-site facilities (if needed), coordinate AV equipment, prepare agendas, take minutes and prepare notes, coordinate any catering

Travel arrangements for Partners and Directors

Expense reports for Partners and Directors

Complete time entry, when needed, for Partners and Directors

Back-up coverage for receptionist as well as fellow Administrative Assistants

Scanning of confidential documents for internal personnel as well as for clients

DOTT/Filesite used for client database scanning

Assist with Marketing – research companies that are being pursued using current marketing tools (First Research and Hoovers). Also use of the marketing tool, Salesforce, in order to track numerous clients and pursuits

Mentor for incoming Administrative Assistants

Creativity in developing new ideas for Administrative Team to function more cohesively and developed communication tool for Team to use to help streamline their communication to help solve problematic issues in the office pertaining to workflow and improving processes - as a result created a “team spirit” among the group

Member of Culture Club Sub-Committee for Employee Recognition

Developed the PERKS Program (People Encouraging Rewards “Kultivates” Success) for the Employee Recognition Committee and contributed ideas on how to recognize and reward employees for their performance, stewardship, integrity, and teamwork.

Legg Mason Wood Walker, Inc., Baltimore, Maryland

Administrative Sales Assistant 1987 to 1994

Direct support for office manager and six investment brokers

Interacted daily with clients on behalf of brokers and branch manager, as well as operations personnel at various levels

Investigated account problems

Typed all correspondence (i.e. portfolio evaluations, profit/loss statements, miscellaneous forms as well as general correspondence)

Processed stock trades, daily money runs, check requests and posted trades on client books

Assisted in training new administrative assistants

Back-up coverage for fellow Sales Assistants, the receptionist and the wire operator

EDUCATION

1982-1986

Institute of Notre Dame

Baltimore, Maryland

Business Curriculum

Continued Professional Education

Subjects: Effective Written and Oral Communication

Various Customer Service Seminars

Proficient in Microsoft Word, Excel, Power Point, Microsoft Outlook

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